Midway Hotels, Inc.

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*** ***Our website was updated the Monday after your visit. Our hours of operation may change due to Holidays andthe refurbishment which will
start soon. Please call first and try us again! Maxwell's has been fun!Scot

Review: On September 17, 2015 I stayed at the Midway Hotel in Brookfield for one night. That total came to $101.79.

On September 30, 2015 an additional $212.75 was deducted from my account. I did not book a room or stay there. I have no idea why they took this out.

I was also billed $500.00 because they said I smoked in the room! I am not a smoker and neither are my 3 small children.

I called the hotel 5 times and asked to speak with the manager and all 5 times got his voice mail. So after playing phone tag, the $500.00 was credited back to my account. However the $212.75 is still an issue. I tried emailing the Corporate office and no response.

After having money taken out I have had overdraft fees resulting in all the problems. I have copies of my bank statement to show proof of money transactions.Desired Settlement: I want the $212.75 plus $93.00 resulting in overdraft fees credited back to my checking account.

Business

Response:

Hello!Looking at the actual credit card transactions for Ms. [redacted] we only charged for her room and a smoking fee. We show no history of a $500.00 charge here, or credit as she mentioned.If a debit card is used banks double up on charges...then eliminate the authorization after a few days. So that is probably the case on the $500.00. We only proceed with a smoking charge ( $250.00) after two Supervisors agree that smoking took place. This is policy here and at most hotels. It is serious and the room has to be deep cleaned and removed from inventory until my Director of Housekeeping approves it as ready. Walls , fabrics and carpet washed.Hello,In looking at Ms. [redacted]s file we show no record of taking $500.00. Banks will double up charges as an authorization but that is her bank doing that. We did as policy have two supervisors confirm that smoking did indeed happen in her room. It is serious ( $250.00) and the room must be deep cleaned. I remember trying a call back numerous times to Ms. [redacted] but never got through. A two page pdf of the charges we made is attached.Our aim is to please all of our guests we are sorry Ms. [redacted] feels bad enough to contact you.Thank you,Scot GM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: I booked a 2 night stay at this hotel 4/24/2015 through 04/26/2015.

It was a weekend "get away" package that includes a pizza and a soda.

Upon my arrival I was informed that it is only one pizza for the whole stay.

I asked to speak with the manager who told me that I was wrong that it clearly states that it is for just one night.

It does not state that anywhere on the website.

The manager even showed me the website and after we both read that it says 99 per night including a pizza, he continued to tell me that it is only for one pizza.Desired Settlement: Since the hotel would not honor it's own package deal, I would like the money back for my second night which is 99 dollars.

Business

Response:

Hello!Thank you for staying with us. As the pizza (which you still could have ordered) costs $15.00 I will be happy to send you a gift certificate for $15.00.

I was truly disappointed on the overall cleanliness of the hotel, non professional staff and lack of follow through from the General Manager. After checking into our hotel room, we stumbled upon a dirty cup, numerous cob webs and a bathroom with hair on the floor. The heat & tv were not working properly & when I brought it to their attention the next morning they said they would have someone come & address it but they never did. After bringing my concerns to the General Manager, he promised to get back to me, but never did. When I called him back, he said he would give me some type of compensation, but never did!

Review: I searched online for a place to have brunch in MKE and found the restaurant in this hotel (maxwells) in a brunch listing. I visited the hotel website and the hotel's restaurant page (http://www.midwayhotels.com/Restaurant-Lounge) states " or our renowned Sunday Champagne Brunch, which was voted by the people of Milwaukee as one of the top ten brunches in the city, there is even a chocolate fountain." Therefore, I drove up on Sunday, January 18th, from the Kenosha area to have brunch at this hotel's restaurant based on the info provided on their website. Upon arriving I was told that the restaurant has been closed for awhile and they've leased the space to a new restaurant that has yet to take over the space. So there was no brunch as advertised and not even an open restaurant (maxwells). So I drove 45 minutes to have brunch for nothing. I notified the hotel front desk of the error on the website and they blew me off.Desired Settlement: I would like an email from the hotel management apologizing for the mistake and the website to me changed immediately to remove the restaurant info and brunch info that is false advertisement.

Business

Response:

[redacted]

[redacted]Our website was updated the Monday after your visit.

Do not stay here. The customer service and management is awful. Before arriving it was extremely difficult to get someone on the phone to discuss a change in travel plans. It took many calls just to get through to to someone. After leaving I got a surprise additional bill from the hotel for allegedly smoking in my room. I don't smoke, and I never have. This cost me an additional $200+ in charges and many hours of my time trying to, again, get through to someone at the hotel to explain that this was factually impossible -- which they would not acknowledge -- and then working with my credit card company to review the bogus charges.

If you liked getting scammed by incompetent bozos, then, by all means, reserve a room at this deteriorating shell of a building, but if that's not for you then there are plenty of other nice hotels in the area.